The Procurement Services of the City of Turku's Group Administration request offers for expert and consulting services for the development of human and business-oriented municipality operating models and supporting systems for the use of different service areas of the City of Turku. The procurement will be put out to tender as a framework agreement containing the following sub-packages:

Subassembly 1. Developing the business model and defining the value chain

Subassembly 2. Development of service management

Subassembly 3. Development of Aras PLM instrument - Configuration of operating models that support the organisation and management of services in Aras PLM

Subassembly 4. Developing the Aras PLM tool - Connecting prioritized production and ERP systems to Aras PLM

Subassembly 5. Developing service network management

Subassembly 6. Developing customer guidance

Subassembly 7. Development of e-service management

Subassembly 8. Developing order-supply chain management

Subassembly 9. Development of an alternative calculation operating model

Subassembly 10. Developing situational picture management

Subassembly 11. Developing and configuring Dynamics 365 integration

Tenders for 1,2,5,6,7,8,9 and 10 of the sub-packages will be requested for the period 1.9.2022 (target) -31.8.2025. For subassemblies 1,2,5,6,7,8,9 and 10, the contract may be extended by the Client's decision with an option for the period 1 September 2025 to 31 August 2026. A separate procurement decision will be made on the implementation of the option.

Tenders for sub-assemblies 3,4 and 11 are requested for the period 1.11.2022-31.10.2025. For subassemblies 3, 4 and 11, the agreement may be extended by the Customer's decision under the original terms with an option for the period 1 November 2025 to 31 October 2026. A separate procurement decision will be made on the implementation of the option.

For subassemblies 1,2,5,6,7,8,9,10,11, five (5) Service Providers that meet the suitability requirements and receive the best scores in the comparison will be selected.

For subassemblies 3 and 4, one (1) Service Provider that meets the suitability requirements and received the best scores in the comparison is selected.

The customer forms a framework agreement for service packages. The model of reduced tendering within the framework agreement is described in Annex 5 . The service areas of the City of Turku order services according to their own needs. The subscriber does not commit to a specific purchase quantity or value.

The procurement will focus on expert and consulting services related to the definition of business models and value chain. The aim is to bring about a systemic change from production-oriented towards people-centred and business-centricity in key business models regarding people's well-being, the vitality of companies and the built environment that supports them.

The procurement concerns expert and consultancy services in relation to the following areas:

- Making solutions related to the needs of a human and business-oriented city based on D365 solutions.

- Developing the customer relationship management of a human and business-oriented city with a D365 product family as part of the rest of the project. the information system field of the mode of operation.

- Integration of D365 solutions into the necessary information systems and data sources in accordance with turku's integration principles.

- The customers of the implementation may include, for example, private customers and corporate customers from both the City of Turku and other actors in the network.

The procurement will focus on expert and consulting services.

System integrations and the transfer of data from Aros out and to Aras are key tasks of the system configuration. The integrations are implemented with talend and utilize Aras interfaces, so good expertise in Aras interfaces and integration tool is a prerequisite for configuring the system. A good knowledge of Aras' data models and operating logic is essential for tailoring them and for the design and implementation of system integrations.

The implementation work requires a good understanding of the system field, data management practices and solutions, as well as the organisation and operating culture. The action takes the form of phased development and deployment.

The procurement will focus on expert and consulting services. The acquisition includes generic human/business-oriented service management basic operating model definition and implementation expert support. The activities shall cover the following areas:

- Defining and implementing the basic service management approach

- Productisation of services, development of a public administration service strategy

- Innovation in the services business and involvement of customers (people and businesses) and other stakeholders

The procurement will focus on expert and consulting services.

The City of Turku aims to organise customer-oriented and effective services cost-effectively by reforming the city's operating methods and utilising the potential of digitalisation and the data it produces.

The definition, development, implementation and maintenance and support of the Aras PLM system, which supports centralised service and product information management in the City of Turku, requires that the system is known as a configuration of a system that supports the acquisition of expert resources of a company that supports the acquisition of expert resources to meet the needs of customer relationship management and ERP.

The action takes the form of phased development and deployment.

The procurement concerns expert and consultancy services related to the following aspects of service network management:

- The development and development of the service network management and basic operating model

expert support for implementation.

- Best practices for service network clearing and planning processes

- Preparation of service network surveys, analyses of the current state of the service network, development, taking into account, for example, service need/demand, location and accessibility aspects, optimisation of the business premises network, involvement of customers (people and companies) and other stakeholders. process and the development of process-based data management

The procurement will focus on expert and consulting services related to the following areas of customer guidance development:

- Development of the all-channel customer service operating model and its application to the municipal field.

- Understanding new kinds of omnichannel customer service support solutions (bots, artificial intelligence) and connecting them as a seamless part of all-channel customer service.

- Defining and implementing city-level customer service request management.

- Support for the organisation and change of all-channel customer service.

The target of the procurement is expert and consulting services related to the identification and development of customer needs and flows at the population level in terms of service management.

- Developing the collection and processing of customer needs throughout the organisation.

- Knowledge-based management of accounts and understanding of situational picture management.

- Developing the use of information for the development of services and resources.

- Developing the use of data and developing related data protection and information security.

- Developing customer satisfaction and impact measurement.

- Developing proactive customer relationship management and customer marketing.

The procurement will focus on expert and consulting services related to the definition of the order-supply chain process and the development of implementation, as well as the development of existing information systems (SAP S4 HANA, D365, Cloud Services/Data Platforms) to support the process or to identify and consult new suitable information systems.

The procurement will focus on expert and consulting services related to the development of an alternative computing operating model, optimisation of city-level resources and simulation of different production/delivery methods, and the development of existing information systems (SAP S4 HANA, D365, Cloud Services/Data Platforms) to support the process or to identify and consult new suitable information systems.

The alternative calculation process refers to assessing the delivery methods of a service or function defined to meet customer needs in relation to the resources and delivery options available.

The procurement concerns expert and consultancy services in relation to the following areas:

- Development of situational picture management and analytics processes

- Developing advanced analytics (machine learning) and analysis

datalähteistä.

- Support and development of the data collection process (surveys, register data: own, national, external)

- Data protection development related to analysis and consideration of ethical issues